E-Commerce Support Specialist 35

Job Overview

In this role, you will be the first point of contact for customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Job Description

Professionally manage a high volume of inbound chat and emails from customers regarding their complaints, requests, order status, follow-ups, and general inquiries

Deliver an exceptional customer experience on every chat and email, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards

Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures

Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously

Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT)

Job Specifications

Minimum Intermediate or above

Proficiency in verbal communication skills in English is essential

Advanced proficiency in MS Excel

6 months of proven experience in a customer-facing role is required